Acme Facilities · 44 locations · quarter to date, 1–28 Jul 2026

Service overview

Raise a ticket

Tickets raised

248

62 per week on average · 39 open now

SLA compliance

94.2%+4.2 pts vs target

Target 90%

Avg resolution

7.4h−34% since week 1

9.2h in week 1 → 6.1h last week

First response

28mWithin target

Median across all priorities

Satisfaction

4.5 / 5

142 ratings · 89% rated 4 or 5

Escalation rate

3.2%2 active

8 tickets escalated this quarter

Ticket volume

Daily, since go-live on 1 Jul

Opened · 248Resolved · 209

1 Jul8 Jul15 Jul22 Jul28 Jul

SLA compliance

209 resolved tickets, per priority

94.2%within SLA

Critical11 of 12 · 91.7%

High43 of 46 · 93.5%

Medium111 of 117 · 94.9%

Low69 of 73 · 94.5%

Tickets by category

248 tickets, quarter to date

Reactive maintenance84 · 34%

Preventive maintenance62 · 25%

Facilities46 · 19%

Field service34 · 14%

AMC visits22 · 9%

Priority mix

Sets response and fix SLAs

248tickets

Critical12 · 5%

High46 · 19%

Medium117 · 47%

Low73 · 29%

Planned vs unplanned

Preventive and AMC work vs breakdowns

Planned · 84 (34%) Unplanned · 164 (66%)

Planned share by week

29%

31%

35%

39%

Time to fix

Average resolution, by week

9.2h

8.1h

6.9h

6.1h

First response, median vs target

Critical9m of 15m

High18m of 30m

Medium34m of 2h

Low51m of 4h

Satisfaction

Asked after every closed ticket

4.5out of 5 · 142 ratings

5 stars

4 stars

3 stars

2 stars

1 star

89% rated 4 or 5

Escalations

8 this quarter · 2 active now

3.2% rate

SY-2483 · HVAC not cooling, floor 4Critical · with the service manager · fix due in 1h 12m SY-2471 · Chiller pressure alarmHigh · parts arriving 15:30 · fix due in 3h 40m

Onboarding

13 of 14

Company, PAN and 6 GSTINs verified14 Jul

44 locations added — 41 via bulk upload18 Jul

Scope, SLA matrix and rate card v2 agreed22 Jul

5 users invited · approval slabs set24 Jul

Finance sign-off on commercialspending

Ops signed off 28 Jul · review the go-live gates under Account setup.

From your service team

Monsoon PM schedule published21 JulExtra roof, drainage and DG-set checks run through September. No action needed from your side.

Okhla Warehouse audit walkthrough26 JulFriday 31 Jul, 10:00 with your account manager. The Q1 service report is shared afterwards.

Ticket volume

SLA compliance

Tickets by category

Priority mix

Planned vs unplanned

Time to fix

Satisfaction

Escalations

Onboarding

From your service team

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